COMMUNICATION SKILLS IN

PALLIATIVE CARE
Ns. Wahyu Dewi S., M.S
STIKES WIYATA HUSADA SAMARINDA
My friend I care

Don’t tell me that you understand;

don’t tell me that you know,
Don’t tell me that I will survive;
how I will surely grow.
Don’t come at me with answers;

that can only come from me,

Don’t tell me how my grief will pass; that I will soon be free.

Don’t stand in pious judgement of the bonds I must unite

Don’t tell me how to suffer and don’t tell me how to cry.

My life is filled with selfishness; my pain is all I see,

But I need you; I need your love unconditionally.

Accept me in my ups and downs, I need someone to share

.......Just hold my hand and let me cry; and say… “my friend, I care”
“True listening is love in
action” – M. Scott Peck
 Core principles of
communication

Respect

Emphaty

Trust

Unconditional positive regards

Distinguish between
conversation and
communication
skills
Common areas where the communication skills become essential

• Providing information in a supportive manner

• Shared decision making
• Recognizing and responding to patient cues for information and
emotional support
• Soliciting patient consultation agendas
• Delivering prognostic information
• Responding empathetically to patients
• Checking patient understanding
• Encouraging the patient to ask questions Breaking bad news
• Handling collusion
• Discussing transitions in goals of care from curative to palliative
 THE PROBLEMS

Studies indicate there is a major unmet

communication need for information about the
disease, prognosis and treatment options, intent,
side effects and complications
Barriers to effective communication

Health professional

patients
Possible barriers that may hinder the professionals

• Too busy to spend time on understanding thoughts and feelings

of patient
• Worried about upsetting the patient & handling reactions
• Not having the knowledge and the skill
• Uncomfortable to enter into unpracticed areas of interaction
• How to say – ‘I do not know’!
• Familiar and easier to concentrate on physical concerns
• May not perceive communication as part of their job
• Worried about being blamed or worsening the situation
• Not knowing the language and dialect can be a barrier
Possible barriers that patients may face

• Lack of time available with the health care professional

• Lack of privacy and unfamiliarity of the surroundings
• Not sure whether the distresses other than physical are to be
told or not?
• They may be afraid themselves of theirs fears being confirmed
• Afraid of treatment being denied if they raise questions /
doubts Fear of losing control over emotions
Non-verbal Communication
 Strategies for effective clinical
consultation
• Beginning interactions  begin with open questions
• Closing consultation  check patient understanding,
reinforce joint decision making, emphasizes ongoing
therapeutic relationship
• Responding to information cues  remain to avoid
overload of information and medical jargon
• Responding to emotion cues
• Keep Silences and listening
Principle Poor communication Good communication
Ask open questions Is your pain better today? This is a How are you feeling?
closed question and restricts and forces This is an open questions and allows the
the patient to talk about what is most important
patient’s response. issue for her / him

Be empathetic Ns: take these tablets and your Ns: breathlessness can be very frightening;
E.g: Pt: I feel very breathing will improve what sort of fears do you feel when you are
scared when I am breathless?
short of breath

Balancing hope and Ns: There is nothing more we can do,
truth your disease is incurable and there is no
point in continuing in staying in the
hospital.
Here the nurse may be
destroying hope irrevocably
Ns: I am afraid there is no more treatment
available to cure your disease. But we can
definitely keep you comfortable with
regular evaluation and medications.
We are with you.

Ns: You have not taken the medicine
Therapeutic for your pain as advised. Don’t waste
relationship my time.
Here, the nurse is not interested in
understanding reasons why the
medicines were not taken and
correcting them.
Ns: Tell me why were you unable to take the
medicines? I would like to understand
further.
Did you have any trouble when you started
them?
Do you have any questions or
clarifications?
communicate with patients with advanced and
progressive diseases

25 year old Mrs. Gita has come to the hospital. She has
been diagnosed to have advanced cancer of the stomach.
She has not been eating much for the last 5 days. She has
not been interacting with her family and has been mostly
confined to her room. She has even stopped telling
stories, one of her favourite pastimes to her little niece to
whom she used to be very close.
She wishes to speak to the nurse alone and says,
“Chemotherapy is not helping me. I cannot stand it. Sister,
please help me. I want to die.”
 The strategies

Do
Do not immediately
notphilosophiseorm
reply
oralise

Avoid meaningless
Avoid comparisons
words

Avoid medical Avoid false

words reassurance
 Avoidpatronisingor
Do not make
condescending
assumptions
attitude

Do not force your

Avoid sympathy
beliefs or convictions

Avoid Avoid both lies and

inappropriatehumour thoughtless honesty
 Steps for effective communication
1. Build a relationship
• Set the scene. For dealing with a request like Gita’s, you
need the time and privacy
• Preferably, you could be sitting down at eye level, not too
close to invade private space, but close enough to lean
forward and touch the patient if need arises.
• Convey empathy with your expression and with a
statement like, “I see that you are very much worried.”
The important thing is to convey that you care
Open the discussion
 Acknowledge feelings like pain or loss. In the case of Gita
it would be appropriate to say, “it looks like life is a
burden for you right now”. Acknowledgement of
suffering makes the patient feel that she is understood
 Listen actively. Active listening involves eye contact,
appropriate facial expression (empathy), body language
(leaning forward) and verbal responses like “Yes, I see...”,
“and?”, “hmmm”, oh... etc. It also involves encouraging
the patient by repeating her last few words and
paraphrasing
Gather information
• Explore and find the patient’s level (What does she
know? How much does she want to know?)
• Understand the patient’s perspective
• Use open questions or statements which invite
responses like
• Be prepared for emotions and behaviours (sobbing,
anger ,silence , despair)
• It may be necessary to facilitate sharing with words like,
“could you tell me your thoughts and how you are
feeling?”
Reach agreement on problems and plans
• Summarise the problems brought out by the patient.
• Suggest a course of action.
• Answer any questions the patient has.
• Arrive at a course of action acceptable to the patient,
making it clear that this is not an iron-clad contract
and that the plans are renegotiable
Close discussion sensitively
• Avoid abruptness
• Review and summarise discussion before
finishing.
• Leave the door open to talk again.